35 Ritz-Carlton Interview Questions & Answers
Below is a list of our Ritz-Carlton interview questions. Click on any interview question to view our answer advice and answer examples. You may view 5 answer examples before our paywall loads. Afterwards, you'll be asked to upgrade to view the rest of our answers.
Behavioral
1. At Ritz Carlton, we believe in promoting a healthy work/life balance. What are some activities you are involved in that help you unwind from the stress of work?
How to Answer
The hotel business can be extremely stressful at times, so many companies are recognizing the need to provide adequate work/life balances to guard against burnout. The interviewer would like to get to know you a bit better and ensure that you are not a classic workaholic who will become a disgruntled employee a few months from now. Share with the hiring manager any activities or hobbies that you might have that will show your desire to live a healthy and fulfilled existence.
Written by James McMechan on September 27th, 2021
1st Answer Example
"I love to fish, and you will usually find me on the water during my off-hours. I have such a passion for it that I have entered several tournaments."
Written by James McMechan on September 27th, 2021
2nd Answer Example
"I take long walks with my family and our dog, Roscoe. I enjoy spending time watching my kids grow up and just bonding as a family. They are so important to me, and I am thrilled to work for a company that recognizes the importance of being balanced."
Written by James McMechan on September 27th, 2021
Behavioral
2. Ritz Carlton believes in helping to make the world a better place through corporate responsibility. What charities or causes are important to you and why?
How to Answer
Ritz Carlton has a legacy of community involvement and environmental responsibility. The interviewer wants to know that you share these passions and will actively be involved in opportunities that the company might provide. The hiring manager wants to know if you are a person who gives back and looks beyond yourself. Share with the interviewer any social causes you might support or charities that you might devote time to. Be sure to mention any social programs that Ritz supports that you also strive to participate in.
Written by James McMechan on September 27th, 2021
1st Answer Example
"I love that your company has an environmental program where you attempt to give back to the world through good conservation practices. I also support the walk for cancer that your hotel sponsors and have been involved in your 5k run several times."
Written by James McMechan on September 27th, 2021
2nd Answer Example
"I am involved in the ALS walk/run that you sponsor every October. I had a grandparent who suffered from the disease so that cause is very dear to my heart. I also work with Habitat for Humanity to help build homes for the disadvantaged."
Written by James McMechan on September 27th, 2021
Behavioral
3. Delivering excellence to our guests requires great attention to detail. Share with me ways that you are a detail-oriented person.
How to Answer
The Ritz will expect you to have every detail of your area in order - clean and organized. The interviewer would like to see that you understand the importance of showing good taste in an upscale environment such as Ritz-Carlton. Briefly discuss how you would let your good taste shine when it comes to customer interactions.
Written by James McMechan on September 27th, 2021
1st Answer Example
"I know my luxury goods when I see them, and I pride myself in staying focused on details such as keeping the hotel free of debris or areas dusted and cleaned. I have taken some professional butler training as well, so my behavior and comments are always tasteful and on point."
Written by James McMechan on September 27th, 2021
2nd Answer Example
"I may not be the most stylish person that I know, but I do understand how to put my best foot forward, how to be tactful, tasteful, and professional in every guest interaction. I am very organized and like my area to look its best at all times."
Written by James McMechan on September 27th, 2021
Behavioral
4. The Ritz Carlton has very strict personal appearance standards. How comfortable are you with adhering to our standards of grooming and dress?
How to Answer
Appearances are everything when it comes to the guest services team of an upscale hotel. Before your interview, take a good look at the presentation of the staff at Ritz-Carlton and note what you see. Chances are, it would be your responsibility to ensure that everyone on your team arrives to work in the best shape possible. Express to the interviewer that you are comfortable having these types of conversations with your team and that you would strive to set an example of excellence in your grooming habits.
Written by James McMechan on September 27th, 2021
1st Answer Example
"For the past two years, I have worked as a sales manager for a high-end leather goods store where our dress code and appearance expectations are stringent. I fully understand the importance of having a well-groomed team, especially in a luxury and upscale setting. If I need to have a conversation with a team member about their appearance, I will handle it with tact and sensitivity, just as I would any other constructive conversation."
Written by James McMechan on September 27th, 2021
2nd Answer Example
"Just last year I had a team member who was not abiding by the dress code. He was showing up with wrinkled clothes, unshowered, and very messy looking. I pulled him aside and asked him if he could return home, and come back asap, abiding by the employee presence expectations. We have all of our staff members initial this part of their employment agreement, so I always have that that to fall back on, should the situation escalate."
Behavioral
5. How do you demonstrate high levels of customer care?
How to Answer
Ritz-Carlton thrives on being known for its exceptional levels of customer care and attention. The interviewer would like to see how you feel that your work will measure up to their expectations. Excellent customer care goes beyond doing precisely as you're expected, and it's more than having a smile on your face when the hotel guest is looking. Customer care means that you actively seek out the opportunity to deliver more than the standard. Share with the interviewer how you have done this in the past.
Written by James McMechan on September 27th, 2021
1st Answer Example
"I demonstrate high levels of customer care by remembering important details about the guest - their names, the names of their children, food allergies, entertainment preferences, and things of that nature. When a guest arrives and feels like I have their back, they are more relaxed and primed to have a much better stay."
Written by James McMechan on September 27th, 2021
2nd Answer Example
"Delivering high levels of customer care is my specialty! I am friendly, engaged, and will never say to a guest, 'No,' or 'I don't know.' I will always find a way to make their stay more relaxed and more enjoyable. comfortable."
Written by James McMechan on September 27th, 2021
Behavioral
6. How do you keep abreast of tourist and business traveling information?
How to Answer
It is essential that you stay on top of the travel happenings in your region. As an employee of an upscale hotel, your guests will often be from out of town - looking for special events, landmarks, and other impressive things to take in and do. Talk to the interviewer about the resources you use to stay in the know. You can also ask the interviewer about the resources they use.
Written by James McMechan on September 27th, 2021
1st Answer Example
"I am a member of the local Chamber of Commerce. This membership allows me to network with the best of the best. I am always up to date on what is coming up in our city from hot new restaurant openings to galas to theatre events."
Written by James McMechan on September 27th, 2021
2nd Answer Example
"Currently, I have a Google alert set up with our city's name. This way, I am always alerted to a new event, festival, or restaurant grand opening. I would love to hear about your favorite resources as well. It's always better to be in the know!"
Direct
7. The position you are applying for may require you to work long hours and weekends. Are you able to offer flexibility in your schedule?
How to Answer
Hotels are a 24/7 operation, and for that reason, the hiring authority would like to know that they can schedule you for a variety of shifts. Before answering scheduling questions, it's important to be clear of the expectations at Ritz-Carlton and how they operate their shifts. If you haven't had a chance to clarify their scheduling needs, now would be the perfect time to. If they expect you to work 12 hour days, it would be important for you to know that before you respond with, 'Absolutely! No problem!' You want to be sure that you can meet their expectations.
If it turns out their schedule expectations won't work for you, think about what you CAN offer and see if you can meet in the middle. It's much better to discuss these things in an interview than for you to commit to a schedule that won't work for you.
Written by James McMechan on September 27th, 2021
1st Answer Example
"If you need overtime in this role, I am happy to accommodate whenever I can. My only restriction is that I cannot work Wednesday nights as I have an evening course those days."
Written by James McMechan on September 27th, 2021
2nd Answer Example
"In the hotel industry, I anticipate working over 40 hours per week, especially around the holidays. That said, that comes with some limits as I do value my work-life balance. Could you share with me the expectations for this role?"
Direct
8. Are there any questions regarding the position that you would like to ask?
How to Answer
This question is generally asked as a signal that the interview is about to close. But it is a question that should be taken advantage of if the applicant needs clarification about anything. The interviewer is providing you an open door to ask questions so that you can have adequate information. Use this time productively to inquire about one or two items. Do not pull out a laundry list of questions, but it is okay to ask for more information about a few subjects that you may have been unclear about.
Written by James McMechan on September 27th, 2021
1st Answer Example
"I wanted to be clear about the duties of the position you are considering hiring me for so that I can begin to prepare. Please give me a few more details about exactly what is expected."
Written by James McMechan on September 27th, 2021
2nd Answer Example
"One item we did not discuss in detail is the employee benefits package. I have a family, so having the right insurance is very important to our monthly budget, could you give me more details on the program you offer."
Written by James McMechan on September 27th, 2021
Direct
9. What is your availability for a second interview?
How to Answer
Congratulations. If the interviewer asks this question, then you have likely made it past the first round and are proceeding with the rest of the hiring process. Be excited about the possibility of working for Ritz and make yourself available as much as possible. This willingness to be flexible will go a long way toward helping you demonstrate an eagerness to be hired.
Written by James McMechan on September 27th, 2021
1st Answer Example
"I am happy to make myself available for any time you wish. I do have an obligation on Thursday morning, so I would be unavailable from 9-noon on that day."
Written by James McMechan on September 27th, 2021
2nd Answer Example
"I am applying to other jobs, and am actively interviewing. I do have a strong interest in your role and am wondering what your timeline looks like for the next round of interviews?"
Direct
10. Is compensation the most important factor for you when taking a new job?
How to Answer
Salary compensation is an important part of an interview. This is a necessary conversation for you to have with the hiring manager to avoid any embarrassment or confusion in the future. The interviewer would like to know how much compensation you are expecting and whether this amount aligns with what they are offering. Be sure to discuss any benefits that might come with the offer of employment, such as medical insurance, dental, retirement savings, and the like. Talk to the interviewer about other factors that are important to you when considering a new job. If you are not sure about the details for this role, you can ask!
Written by James McMechan on September 27th, 2021
1st Answer Example
"Several factors are important to me when taking a job. Compensation is a driving component, but so is the company mission, culture, benefits, and employee perks. I would like to have an easier commute than I currently have."
Written by James McMechan on September 27th, 2021
2nd Answer Example
"I am seeking first a hotel group that I am proud to stand behind. Compensation and commissions will increase when I am happy with my job so I would say that culture and company reputation is most important to me."
Direct
11. The Ritz Carlton is one of the most premier hotel chains in the world. What do you know of us and what we are about?
How to Answer
The Ritz Carlton Hotel chain is one of the most luxurious hotel brands in the world. A subsidiary of Marriott, it runs 108 properties in over 30 countries. It has a rich tradition of excellence dating back to the 1920s. This kind of question is a basic opening salvo in an interview. This question is asked to determine the seriousness of the applicant. The hiring manager knows that if the applicant has researched the company online and has some basic information, then that prospective employee is much more likely to be with them long-term rather than as a temporary assignment. Share with the interviewer what you have discovered in your online research of the Ritz. Be enthusiastic as you share your desire to work for the company.
Written by James McMechan on September 27th, 2021
1st Answer Example
"I know that the Ritz has a wonderful reputation for excellence in service and accommodations. They are a division of Marriott and operate 108 properties in over 30 countries. This luxury hotel is run to the finest standards of quality that are rarely found in the hospitality industry. If I'm going to work for someone, I'd prefer it to be the very best."
Written by James McMechan on September 27th, 2021
2nd Answer Example
"Staying with Ritz-Carlton sounds like a luxury vacation stay, to me. I have not had the opportunity to travel often but my understanding is that the accommodations at the Ritz are nothing short of perfection even to the smallest detail. I would love to have the opportunity to work in a culture of excellence."
Written by James McMechan on September 27th, 2021
Direct
12. What does the word 'hospitality' mean to you?
How to Answer
This is a very basic question that an interviewer might ask of you. Hospitality refers to the exchange between a customer and someone in the service industry. The interviewer understands what hospitality means, and now they want to see that you know the nuances behind providing excellent levels of hospitality to the esteemed guests of Ritz-Carlton.
Written by James McMechan on September 27th, 2021
1st Answer Example
"There is a famous quote by Maya Angelou that says, 'People will forget what you said, forget what you did, but people will never forget how you made them feel.' To me, hospitality is making my guests feel comfortable, cared for, and welcomed. They should always leave with a smile on their face, knowing they received the utmost care and respect."
Written by James McMechan on September 27th, 2021
2nd Answer Example
"When a guest is smiling, appears relaxed, and tells me that they are coming back or recommending the hotel to a friend, I know that I have delivered utmost hospitality. The concept is not only being hospitable but also making people want to return again and again."
Direct
13. What do you know about the Ritz-Carlton guest loyalty program?
How to Answer
Because the Ritz chain is a subsidiary of Marriott, they utilize the Marriott Bonvoy program for their rewards. Most hotels will have guest loyalty or rewards programs for regular customers. There are often different programs available for personal and business customers, and even corporate accounts. Before your interview, visit the Ritz-Carlton website and take note of the various offerings available to their most loyal customers. Talk to the interviewer about the perks and benefits that you noticed. You could also discuss the perks that excited you most.
Written by James McMechan on September 27th, 2021
1st Answer Example
"I was most impressed with the loyalty rewards and generous discounts offered by Ritz-Carlton when it came to the luxury spa services. I know that if I traveled as frequently as many of your guests do, I would greatly appreciate an offer of a spa discount to help me get some rest."
Written by James McMechan on September 27th, 2021
2nd Answer Example
"I researched online and saw a brief description of the loyalty program at Ritz-Carlton such as exclusive events, a club level with complimentary beverages and snacks, and also discounts on some of the luxury service. I would love to learn more in detail, when it comes to how guests qualify, for example."
Discovery
14. Share with me some specifics about your work in the luxury environment.
How to Answer
Take a few minutes to bring your resume to life for the interviewer. Walk them through any experience you have in an upscale environment, being sure to touch on the training you have received. If you have not worked in a luxury environment, express your interest and show a high level of enthusiasm to learn.
Written by James McMechan on September 27th, 2021
1st Answer Example
"I have five years' experience in a retail environment in a mid-level range in terms of the cost of goods sold. I have an immense amount of sales training, all of which touched on the importance of exceptional service no matter who your clientele is. I look forward to learning from Ritz-Carlton and will be a highly professional addition to your esteemed team and brand."
Written by James McMechan on September 27th, 2021
2nd Answer Example
"I have worked in an upscale resort environment for the past two summers, on a work visa. I have also attended some professional butler training which includes discretion, professional etiquette, and excellence in service."
Education
15. How has your post-secondary education prepared you for this role with Ritz-Carlton?
How to Answer
The Ritz Carlton generally prefers to hire individuals with some access to secondary education within the hospitality industry - travel and tourism, business administration, or something of the like. Walk the interviewer through your post-secondary education, discussing any specific coursework that may relate to this role. If you do not have formal education, you can refer to on-the-job training that you have received or even skills that you have acquired along the way that would help you succeed in this role with Ritz-Carlton.
Written by James McMechan on September 27th, 2021
1st Answer Example
"I have a Bachelor's degree in Hotel Management. My best courses were Communication and Presentations Skill as well as Organizational Behavior in Tourism. These courses gave me a great amount of knowledge in how to best communicate with my team and guests, always delivering over and above expectations."
Written by James McMechan on September 27th, 2021
2nd Answer Example
"My on-the-job training includes courses and workshops on Special Events Management, Food Production and Safety, as well as Food Costs and Budgeting. My current employer gave me the opportunity to take these courses, based on my exemplary work ethic. I am confident that I could help the Ritz-Carlton food and beverage department in many ways including keeping costs low, and training service staff to deliver exceptional experiences to your guests."
Education
16. The position we are considering you for requires food and beverage training. Walk me through your food and beverage experience.
How to Answer
Ritz Carlton has very high luxury standards and as such prefers to hire experienced personnel with backgrounds in food and beverage (assuming the applicant is searching for an F/B position). The interviewer needs to know that you will be able to handle the rigors of ultra-fine dining. Share with the hiring manager some of the skills that you have acquired during your career. This is a wonderful opportunity for you to brag about yourself, so be energetic and passionate about who you are and the abilities you have.
Written by James McMechan on September 27th, 2021
1st Answer Example
"I spent several years over at XZ restaurant which, as you know, is a 5 diamond establishment. I have wine training and graduated from bartending school several years ago."
Written by James McMechan on September 27th, 2021
2nd Answer Example
"I am very used to the expectations of a fine dining atmosphere and have learned a lot from my time at the Sandals resorts. I also worked as a wine sommelier for the XXX cruise line in their four-star rated restaurant. I am excited to bring my level of excellence to the work I do, should the Ritz decide to hire me."
Written by James McMechan on September 27th, 2021
Education
17. Ritz-Carlton has certain sales goals to meet. Do you have sales training?
How to Answer
Ritz-Carlton runs on a strict set of KPIs, of which most of the staff are aware. Because of this, the hiring manager wants to ensure that you understand the basics of sales and that you will view every guest interaction as an opportunity to upsell. Share with the interviewer any sales training that you have. If you do not have any formal sales training, refer to on-the-job education you may have received or even sales-related books you have read. Self-directed education counts too!
Written by James McMechan on September 27th, 2021
1st Answer Example
"Just this month, I discovered HubSpot Academy and their free sales courses. I just finished their course on 'Inbound Sales Techniques.' I learned a great deal and was able to apply what I learned already to boost our average spend per guest by 8%."
Written by James McMechan on September 27th, 2021
2nd Answer Example
"Although I do not have formal sales training, I love to read and teach myself new sales techniques. Last month I finished reading Pitch Anything by Oren Klaff and currently, I am diving into Zig Ziglar's Secrets of Closing the Sale. I do understand that each guest touch point is an opportunity to upsell. I look forward to learning more from the training program at Ritz-Carlton."
Education
18. In which languages are you fluent?
How to Answer
There is a good chance that you will have multiple languages listed on our resume if this is a skill that you possess. This question needs a simple, to-the-point response. If you do speak additional languages, rank your fluency as a beginner, conversationalist, or fluent, for instance.
Written by James McMechan on September 27th, 2021
1st Answer Example
"I speak English and Spanish fluently, and they are my native languages. I did take French and German in school for a few years. I have a basic understanding of these languages; however, my fluency in those two is basic and not listed on my resume."
Written by James McMechan on September 27th, 2021
2nd Answer Example
"I currently speak English only but recently began teaching myself Spanish. I am very much at a beginner level but am happy to fast track my learning to accommodate your Spanish speaking guests."
Education
19. How have you demonstrated a focus on personal development and career progression in the past six months?
How to Answer
The Ritz Carlton actively looks for ways to help their employees develop and grow. The interviewer would like to know the ways that you have worked to develop yourself and your career this year. With self-development always being a hot topic, you will never find that it's time wasted. Whether it's listening to podcasts, reading a book, finding a mentor, going to TED Talks, or investing in a workshop, there is a multitude of ways you can work to develop yourself.
Written by James McMechan on September 27th, 2021
1st Answer Example
"I fully believe in the importance of self-development. This year, I committed myself to read one new book a month and focused on developing my skills in customer service, hospitality, and sales skills. I get excited about opportunities to learn, and I look forward to working for a company that fosters this kind of environment."
Written by James McMechan on September 27th, 2021
2nd Answer Example
"In the past six months, I have taken three online courses related to leadership, and talent management. I believe that personal, and professional development is critical to my success."
Operational
20. Do you have experience collaborating with various departments to ensure all guest requests are addressed efficiently?
How to Answer
Hotels have multiple departments including Housekeeping, Front Office, Food and Beverage, and Human Resources, among others. The interviewer needs to assess whether you are capable of getting along well with others. Reassure the hiring manager of your willingness to be an effective team player. Share with them any experiences you might have had in a previous position when you were asked to support or work with another department. Be confident in your abilities.
Written by James McMechan on September 27th, 2021
1st Answer Example
"In my current role, I work alongside the Human Resources and Accounting departments on a nearly daily basis. When I need to hire a new team member, my Front Office department holds a meeting with HR and Accounting to determine the budget, timeline, and process. Positive cross-collaboration is critical to the success of a hotel operation as it takes all of these specialties to make a business run effectively."
Written by James McMechan on September 27th, 2021
2nd Answer Example
"The bulk of my experience is working independently; however, I do meet with my corporate head office on a monthly basis, where we hold brainstorm style meetings. I enjoy the feeling of team collaboration. I look forward to meeting your various teams, and working cohesively with all of the important departments at Ritz-Carlton."
Operational
21. Do you believe Ritz-Carlton should collaborate with online booking sites? Why or why not?
How to Answer
Online booking sites are here to stay in our digital age. While they can offer greater exposure and occupancy rates for hotels, they also tend to create lower average room rates and other problems in the hotel and travel industry. Discuss your thoughts with the interviewer, but try to remain neutral if you are unsure where Ritz-Carlton stands when it comes to this type of service.
Written by James McMechan on September 27th, 2021
1st Answer Example
"I have primarily worked for hotels that collaborate with online booking sites, and I have seen both the upside and the downside to this service. Yes, rooms fill at a faster rate; however, there is a significant drop in revenue per room. I would be interested in your thoughts on the use of online booking sites for this hotel."
Written by James McMechan on September 27th, 2021
2nd Answer Example
"Like all great things, there can also be the con's that come along. Does Ritz-Carlton collaborate with online booking sites? I am newer to the hotel industry; however, I would guess that the service could be great during travel lulls but perhaps not during peak times. I would love to know more."
Scenario
22. What would you do if a guest accused the housekeeping staff of theft?
How to Answer
Ritz-Carlton will have its policies and procedures when it comes to guest concerns and complaints. Every grievance must be documented so that past data on employees and guests can easily be retrieved. If you are new to the hotel industry, try to do some research on how a typical hotel would handle a theft accusation. You can also ask the interviewer to clarify their policy when it comes to stressful situations such as this.
Written by James McMechan on September 27th, 2021
1st Answer Example
"If a guest accused a housekeeper of theft, I would not immediately accept blame; however, I would create an incident report with the description and value of the item. From there, I would run a report on the guest-room lock. Then, I would set up interviews with all employees who entered the room. Depending on the value of the missing item. I would also offer to get the police involved. If the situation were continually pressed, I would ask my corporate office to escalate the situation to the insurance team."
Written by James McMechan on September 27th, 2021
2nd Answer Example
"I am aware that each state has its laws when it comes to hotel liability. I am sure Ritz-Carlton has a disclaimer posted, and you also offer an in-room safe for every room. Could you share with me your policy when it comes to situations such as this?"
Situational
23. How would you build rapport with a guest?
How to Answer
Rapport building is crucial to the success of any service industry, but even more so in a luxury environment. Occasionally, you may come across guests who are intimidating, forward, or difficult. Show the interviewer that you have the smarts and maturity to recognize when this is happening and the ability to overcome whatever factor is causing a lack of rapport with a guest.
Written by James McMechan on September 27th, 2021
1st Answer Example
"Earlier in my guest services career, I had a couple of visitors who would be very aggressive on the phone with their reservation requests, and I would sometimes get tripped up on my words when they called. I made myself a telephone script related to those specific instances and memorized it. This script helped me keep my thoughts on track when those more intimidating hotel guests would call."
Written by James McMechan on September 27th, 2021
2nd Answer Example
"When someone intimidates me, such as an upset customer who is demanding a special request that I cannot give, I will focus less on how I am feeling and more about how they are feeling. I remind myself that they are possibly having the worst day ever. By empathizing with them, the situation becomes less scary, for sure."
Situational
24. Ritz Carlton prides itself in providing safe and secure properties. What would you do if you encountered an unsafe condition?
How to Answer
Every hotel has a moral and legal duty to provide a safe environment for guests to enjoy. The interviewer needs to know that you will be very vigilant in providing this and that you understand the importance of protecting both the guests and the company. Respond with the utmost seriousness about this topic so that the hiring manager will understand your priorities.
Written by James McMechan on September 27th, 2021
1st Answer Example
"I have extensive experience in property management, and I know how important it is to protect our guests and the company. I would seek to correct any unsafe conditions that I found as quickly as possible to minimize any disruption to the guests. I think we have a moral duty to do this, and I can assure you I would take any matters like this quite seriously."
Written by James McMechan on September 27th, 2021
2nd Answer Example
"I believe in the core of my being that providing a safe place is crucial. In my previous position, one of my responsibilities was to work with our maintenance department to keep all our parking lights on and the lot well lit. I have mopped up the water of a toilet that got into the hall, warned customers to be careful, and even made notations of exposed wiring or broken appliances so that they could be fixed quickly. I like to walk the entire property, every floor at least once a day looking for maintenance items that might lead to unsafe conditions."
Written by James McMechan on September 27th, 2021
Situational
25. How would you handle a co-worker who was acting unprofessionally towards our guests?
How to Answer
There are times when the pressure of the hotel business gets the better of an employee. One difficult workplace situation is when a co-worker is not performing how they should be, yet, you may not be the manager or supervisor. The interviewer is giving you a hypothetical scenario to assess your ability to react and correct such a situation. Talk to the interviewer about a time when you have been in a position like this, and discuss what you did to remedy the situation.
Written by James McMechan on September 27th, 2021
1st Answer Example
"I once worked with a co-worker who unknowingly rolled her eyes a lot. Our clients would be put off, and she wouldn't understand why she continually received complaints. I asked her if she was open to receiving feedback, and she agreed. I went on to explain to her that she was an unintentional eye-roller. She had no idea! We worked together for a few weeks on it, and she eventually retrained herself to no longer make that expression."
Written by James McMechan on September 27th, 2021
2nd Answer Example
"It's important to the reputation of Ritz-Carlton that everyone is held accountable for their behavior. If the hotel receives a negative review, that could affect my livelihood as well. If a co-worker were unprofessional, I would discreetly pull them aside to discuss my concern."
Situational
26. Give me one way you would follow up with lost business or guests who have not returned in more than 12 months.
How to Answer
Ritz-Carlton thrives on returning guests, referrals, and loyalty programs. The interviewer would like to see that you understand the importance of customers returning. It's time to put your sales hat on! Think of one unique way you could gain the business of a past customer. Dig deeper than sending an email or a promotional item. The hiring manager would like to see some enthusiasm and creativity.
Written by James McMechan on September 27th, 2021
1st Answer Example
"One way that I would follow up on lost business or guests who have not returned in more than 12 months would be to research their preferences in the CRM. If I found that they were an Opera fan, I would check to see which shows were playing over the next three months. Then, I would create an email with an invitation to stay with us should they be interested in the show. By expressing interest in the guests' likes, I think you would convert many of them to a booking."
Written by James McMechan on September 27th, 2021
2nd Answer Example
"Customer service and sales are my forte. In my current role, I have the CRM to alert me of upcoming birthdays. I then call and wish the customer a happy early birthday and ask if they have special plans for their day. If they do not, I will invite them to stay with us, with a no-charge upgrade. This technique, of course, is reserved for our guests who have stayed multiple times, but have dropped off in the past 12 months or so."
Situational
27. The Ritz Carlton entertains many high-profile guests who wish to have their privacy guarded. Share with me your ability to abide by their wishes.
How to Answer
The Ritz is a luxury hotel and as such, often entertains celebrities or other dignitaries. Many times these guests prefer not to be accosted at the hotel or have attention drawn towards them. The interviewer needs to know that you will do everything to respect their desire for privacy. Reassure the hiring manager that you understand celebrities need to have a quiet place and that this is a large part of the hotel's responsibility to its clients.
Written by James McMechan on September 27th, 2021
1st Answer Example
"I believe that celebrities often prefer to have their stays uninterrupted so that they can have a moment to relax and recharge. I would do everything I could to guard their privacy both from other employees and anyone else who might inquire. These types of guests need to be treated carefully to meet their desires and wishes."
Written by James McMechan on September 27th, 2021
2nd Answer Example
"Celebrities and dignitaries were often guests of the hotel chain I have been working for. I am used to the extra care that is needed to accommodate them. I would guard their privacy, and be at their disposal for whatever request they might have. I look forward to bringing the same expertise I had with them to my work at the Ritz Carlton."
Written by James McMechan on September 27th, 2021
Situational
28. How would you respond if a customer left a negative review of you or Ritz-Carlton online?
How to Answer
In our digital age, every hotel chain needs to be attentive to the responses of its customers. Ritz Carlton is no exception. With so much riding on our online reviews, negative reviews must see a swift and adequate response. Some businesses will hire experts to handle their online reputation. These online reputation management services are precious to companies such as hotels and resorts where many potential customers first go online to read reviews before making a reservation. Reassure the hiring manager that you would address the most important parts of the feedback and that you would seek to reinforce the fact that you care about your quality and this particular customer's experience.
Written by James McMechan on September 27th, 2021
1st Answer Example
"I would be upset to see a negative review online because I have so much pride in the service that I give. However, I would address the situation quickly without becoming defensive. If the complaint were legitimate, I would ask the customer how I could win them back. Do you have an online reputation team at Ritz-Carlton? If so, I would follow their recommendations to the letter."
Written by James McMechan on September 27th, 2021
2nd Answer Example
"I am sure Ritz-Carlton has an effective protocol in place when situations like this occur. If a customer wrote a bad review online, I would respond if it was appropriate to do so. I put a great amount of pride in the customer service that I deliver and hope that every one of my customers leaves, thrilled with the service they received."
Situational
29. A large part of responsibility for your position is to contain costs. Share with me some ways you might help impact the hotel's costs on a daily basis.
How to Answer
As in any hotel, a large part of the profit is consumed by energy costs and payroll expenses. The interviewer wants to know that you are aware of this responsibility and is asking you to be creative about ways to contain expenditures. Share with the hiring manager a few thoughts on how the hotel might actively work on not wasting costs and eating into the bottom line.
Written by James McMechan on September 27th, 2021
1st Answer Example
"I believe that energy costs are crucial, so I would walk through the property each day to ensure that no unnecessary lights were left on in empty conference rooms or closets. I would also install motion detectors in all public restrooms. In addition, I would be hyper-vigilant about employee hours to ensure that no employee was working overtime unless it was critically needed."
Written by James McMechan on September 27th, 2021
2nd Answer Example
"In my previous position, we instituted a program where every vendor had to resubmit a bid for our business every six months. We would actively shop our vendors to see if the price we were being charged was as low as it needed to be. That effort alone saved our hotel almost half a million dollars a year."
Written by James McMechan on September 27th, 2021
Situational
30. Ritz Carlton has the utmost standards for luxury. Our hotels host highly discerning guests. How will you accommodate the needs of these special guests?
How to Answer
With high-end, luxury accommodations usually come guests who are very particular about their experience. The interviewer needs to know that you will do everything in your power to exceed expectations and that you understand the demands that will likely be placed on you. Assure the interviewer that you can meet the challenge by maintaining a professional composure when it comes to fussy customers.
Written by James McMechan on September 27th, 2021
1st Answer Example
"I handle an extra-discerning customer with utmost care! I listen and do my best to deliver above their expectations. In my current role, I keep highly detailed notes of every guests' needs and preferences in our customer management system. The next time they visit, I am one step ahead and ready to impress."
Written by James McMechan on September 27th, 2021
2nd Answer Example
"I have spent many years working in the resort, hotel, restaurant, and other customer service based industries. I no longer take it personally when a customer is difficult to please. I will do my best to make them happy, learning their preferences and being one step of head of them, at all times."
Teamwork
31. In this role with Ritz-Carlton, you will move from reception duties to task delegation to assisting other departments. How do you deal with pivoting activities on a regular basis?
How to Answer
The interviewer would like to know that you can successfully juggle multiple high-stakes responsibilities at a time. Assure the interviewer that you can be diligent when it comes to assessing your priorities and getting all of your work done on time. Your first priority must be to the guest, but help the hiring manager understand that you recognize the importance of getting things like reports and cash turned in on time as well.
Written by James McMechan on September 27th, 2021
1st Answer Example
"I am very good at taking on multiple tasks from various departments. Assuming that the projects all have varying levels of urgency, I first stop to determine the value of each task and prioritize them from there. This prioritization method ensures the best productivity and that revenue is optimized."
Written by James McMechan on September 27th, 2021
2nd Answer Example
"It's essential to have team members that you can rely on to step in when you become too busy. The same applies to being cross-departmentally trained. I am not afraid to ask for assistance when needed and appreciate being in-the-know when it comes to being able to assist my co-workers in other departments."
Teamwork
32. Ritz is committed to diversity in its hiring practices. Discuss your experience in working and collaborating in a multi-cultural environment.
How to Answer
Ritz commits to hiring a multinational workforce. Whether it be your guests or your co-workers, you are sure to find a diverse environment in your work for Ritz-Carlton. The benefits of a diverse workplace include a more innovative workforce, potential opportunities to explore globally, better culture within the organization, a stronger company brand, and elevated customer service. Outline for the interviewer the experience you have working in a multinational environment.
Written by James McMechan on September 27th, 2021
1st Answer Example
"In the past, I spent six months working on a cruise ship where over 200 nationalities were represented. It was one of the most incredible experiences of my life, and it opened me up to new cultural experiences. I even learned a few words in various languages. It's important for any workforce to be diverse since it adds to the creativity of the team and offers a better experience for the customer."
Written by James McMechan on September 27th, 2021
2nd Answer Example
"I have worked with professionals from all around the world, and appreciate that Ritz-Carlton offers a diverse environment as well. With guests from all around the globe, to employees that represent a variety of nations, I am happy with what I see here."
Technical
33. Have you ever been involved in the development and preparation of a hotel's strategic plan or budget?
How to Answer
If the position you are applying for is management-related, chances are you will have some input into strategic planning and having to prepare a budget. The interviewer would like to know more about your exposure to the financial side of the hotel business. If you have experience in strategic planning and budgeting, outline this for the hiring manager, including the size of the budget with which you have experience. If you do not have experience with budgeting or financial plans, think back to what you may have learned during your post-secondary education.
Written by James McMechan on September 27th, 2021
1st Answer Example
"I have not had direct involvement in strategic financial planning; however, part of my business degree included courses on financial planning. I am a quick study and look forward to learning more about the budgetary and planning needs of Ritz-Carlton."
Written by James McMechan on September 27th, 2021
2nd Answer Example
"In my current role, I work alongside the accounting department to ensure that our hiring targets are met, and under budget. Currently, I am responsible for an onboarding budget of $800K per year. Could you share with me more about the budgetary requirements in this role?"
Technical
34. What is RevPAR, and how do you calculate it?
How to Answer
As in any hotel chain, the success or failure of a hotel is based on the numbers. RevPAR stands for Revenue Per Available Room, and it is only one indicator of how well a hotel is doing. The interviewer would like to know that you have an understanding of how Ritz-Carlton is profitable. The better you understand, the more likely it is that you will be able to contribute to their bottom line successfully. Keep your response to the point and easy to understand.
Written by James McMechan on September 27th, 2021
1st Answer Example
"I have received training in hotel specifics and understand REVPAR to be Revenue Per Available Room. To calculate this, I would take the total room revenue of Ritz-Carlton divided by the total amount of rooms available."
Written by James McMechan on September 27th, 2021
2nd Answer Example
"RevPAR is the total room revenue over the total amount of rooms available. For instance, if Ritz-Carlton earns $100,000 per day divided by your 200 rooms, your REVPAR is $500. I have a great understanding of additional hotel KPIs such as Average Daily Rate and Occupancy Percentage."
Technical
35. In which hotel management programs and software do you have experience?
How to Answer
There are a variety of programs that hotels use for data capture and POS systems. The interviewer needs to know if you have had any exposure to these kinds of systems so that your learning curve won't be as steep. Share with the interviewer the programs that you have used. If you are new to the hotel industry, you can discuss any CRM, Point of Sale, or other customer tracking database with which you are familiar. Assure the hiring manager that you can quickly pick up any programs and that you will take the initiative when it comes to learning theirs.
Written by James McMechan on September 27th, 2021
1st Answer Example
"I am new to the hotel and resort industry but have worked in retail before. In that position, I used a customer management system as well as a robust point of sale system. I am confident that I can study your system and learn it quickly."
Written by James McMechan on September 27th, 2021
2nd Answer Example
"I have used a couple of hotel and resort management programs in the past. Primarily, I have worked with Hotelogix. I like that it is cloud-based and can be integrated with online booking systems as well as travel agencies. I am tech-savvy and confident in my ability to pick up any new programs quickly. Could you share with me which programs you use at Ritz-Carlton? I would be happy to get a head start by taking some online tutorials."
Written by James McMechan on September 27th, 2021